23 - 25 February, 2015
Rancho Bernardo Inn, San Diego, CA


Jonathan Berman, CEO, Kextil

Innovation Spotlight



Stacy Blakley, Director of Finance, Hill-Rom

The Vital Few – Aligning Metrics to Enhance Customer Satisfaction


Pat Miler Brodkey, Senior Director Install Base Marketing, Accuray

Building Customer Loyalty By Transforming End of Support



Bruce Fullerton, Elekta

Engaging Your Customer At Multiple Levels


Paul Gettings, Senior Vice President Sales & Marketing, Network Global Logistics

Chairperson’s Opening Address


Diana Helfinstine, Vice President Customer Experience, Essilor

Learning From Our Customers: A Discussion With End Users



Jennifer Lescallett, Senior Director North American Service & Support, Affymetrix

Ensuring A Positive Customer Experience In Your Technical Assistance And Contact Centers



David Licosati, Vice President of Sales, Service Strategies Corporation

Innovation Spotlight



Steve McClelland, Communications Manager, STEP

Charity Spotlight: STEP Support The Enlisted Project


Greg McCormick, Associate Director of Service Operations, Stryker Instruments & Dannielle Emick, Sr. Manager of Post-Market Compliance Regulatory Affairs, Stryker Instruments

Preparing Service To Be Audit Ready



Doreen Pippen, Director of Marketing, Life Technologies

Utilizing Web Portals And Innovative Training Programs To Improve Service And Support For Our Customers


Debora Schum, Sales Manager, Trimble

Turning Data into Actionable Information



Michael Stringfellow, Director of Americas Field Applications, Life Technologies

Improving Net Promoter Scores through Customer Experience Training



Erich Wichterman, National Sales & Service Leader, North America, Dentsply

Increasing Service Revenue By Maximizing Service Marketing And Sales – A System View